\chapter{Resultados Esperados}
\label{ch:Resultados Esperados}

\begin{quotation}[Um Passeio No Mundo Livre, Afrociberdelia]{Chico Science}
Um passo à frente e você não está mais no mesmo lugar\\
One step forward and you are not in the same place
\end{quotation}


\section{Coleta de Dados}
\label{sc:Coleta de Dados}
Aiming to improve change management processes, some organizations have used
specific systems (generally called \emph{bug-trackers}) to manage, store and
handle change requests (also known as \emph{bug reports}). A bug report is
defined as a software artifact that describes some defect, enhancement, change
request, or an issue in general, that is submitted to a bug tracker;
generally, bug report submitters are developers, users, or testers. Such
systems are useful because changes to be made in a software can be quickly
identified and submitted to the appropriate people \citep{Anvik2005}.

\section{Análise dos Dados}
\label{sc:Análise dos Dados}
Aiming to improve change management processes, some organizations have used
specific systems (generally called \emph{bug-trackers}) to manage, store and
handle change requests (also known as \emph{bug reports}). A bug report is
defined as a software artifact that describes some defect, enhancement, change
request, or an issue in general, that is submitted to a bug tracker;
generally, bug report submitters are developers, users, or testers. Such
systems are useful because changes to be made in a software can be quickly
identified and submitted to the appropriate people \citep{Anvik2005}.


\section{Modelo de Feature}
\label{sc:Modelo de Feature}
Aiming to improve change management processes, some organizations have used
specific systems (generally called \emph{bug-trackers}) to manage, store and
handle change requests (also known as \emph{bug reports}). A bug report is
defined as a software artifact that describes some defect, enhancement, change
request, or an issue in general, that is submitted to a bug tracker;
generally, bug report submitters are developers, users, or testers. Such
systems are useful because changes to be made in a software can be quickly
identified and submitted to the appropriate people \citep{Anvik2005}.

\section{Proposta de Framework}
\label{sc:Proposta de Framework}
Aiming to improve change management processes, some organizations have used
specific systems (generally called \emph{bug-trackers}) to manage, store and
handle change requests (also known as \emph{bug reports}). A bug report is
defined as a software artifact that describes some defect, enhancement, change
request, or an issue in general, that is submitted to a bug tracker;
generally, bug report submitters are developers, users, or testers. Such
systems are useful because changes to be made in a software can be quickly
identified and submitted to the appropriate people \citep{Anvik2005}.


Software maintenance and evolution are characterised by their huge cost and
slow speed of implementation. However they are inevitable activities -- almost
all software that is useful and successful stimulates user-generated requests for
change and improvements \citep{Bennett2000}. Sommerville
\citep{Sommerville2007} is even more emphatic and says that software changes
is a fact of life for large software systems. In addition, a set of studies
\citep{Huff1990,Moad1990,Eastwood1993,Erlikh2000} has stated along the years
that software maintenance and evolution is the most expensive phase of
software development, taking up to 90\% of the total costs.

All of these characteristics from software maintenance leaded the academia and
industry to investigate constantly new solutions to reduce costs in such
phase. In this context, \acf{SCM} is a set of
activities and standards for managing and evolving software, defining how to
record and process the proposed system changes, how to relate these to system
components, among other procedures. For all these tasks, it has proposed
different tools, such as version control systems and bug trackers
\citep{Sommerville2007}. However, some issues may arise due to these tools
usage. In this work, the focus are the issues from bug trackers, as
it will be discussed along this dissertation.








